– Associate Service Manager

Position: Associate Service Manager

Industry Preference: Internet / Consumer Tech

Education: Bachelor’s Degree

Team Size: 50 Members

Language: Tamil

Location: Chennai

About the Role

We are looking for a dynamic and hands-on Associate Service Manager to lead a large customer service team supporting premium/HNI customers.

The role will be responsible for strategy, sales, operations, service delivery, customer experience, and team performance. The ideal candidate should be analytical, strategic, customer-focused, and comfortable working in a fast-paced, high-growth environment.

Key Responsibilities

- Lead and manage a team of 50 members, ensuring strong performance and service quality.

- Own the P&L;, service delivery, quality, and overall success metrics of the service team.

- Understand premium/HNI customer segments and develop personalized, empathetic, and premium service experiences.

- Drive quarterly and annual sales targets and deliver business results through the team.

- Manage both value and volume selling initiatives.

- Use data and analytics to improve service processes and operational efficiency.

- Drive improvements across key metrics including:
- CSAT – Customer Satisfaction

- AHT – Average Handle Time

- Quality Scores

- SLA – Service Level Agreement

- Shrinkage

- Attrition





- Identify and implement technology solutions to improve service quality and reduce productivity loss.

- Build effective escalation-management and closed-loop resolution processes.

- Ensure high customer satisfaction even while handling complex or escalated cases.

- Plan and support rapid team expansion while maintaining service quality and operational standards.

- Drive performance management using clearly defined and best-in-class performance metrics.

Candidate Requirements
- 4–7 years of relevant experience in customer service, service operations, sales, or related functions.

- Proven experience in team management, preferably managing large teams.

- Experience in the Internet / Consumer Tech industry is preferred.

- Tamil language proficiency is required.

- Strong exposure to value and volume selling.

- Positive understanding of quality metrics and process improvement.

- Strong analytical and strategic thinking skills.

- Proven ability to drive team performance through effective KPIs and performance management.

- Strong customer-centric approach with excellent communication and stakeholder-management skills.

- Comfortable working in a fast-paced and high-growth environment.

- Bachelor's Degree.

Why Join?

This is a high-visibility leadership role where your decisions will directly influence business growth, customer satisfaction, and the overall success of a premium customer service operation.

📌 Associate Service Manager - EdTech (Chennai)
🏢 Devdort
📍 Chennai